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Strategic Account Manager

Company: Comcast Corporation
Location: Troy
Posted on: November 15, 2019

Job Description:

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services. Summary Responsible for the management of activities and alignment for strategic accounts, coordinating among a wide range of cross-functional internal and external resources to ensure that client accounts are within the scope of the client Master Service Agreement, including client SLA’s. Serve as the main point of contact for high level clients. Core Responsibilities - Maintains client account MSA and SLA’s. - Remains current on all assigned technical brand standards and reporting metrics to focus maintenance efforts to increase guest satisfaction. - Effectively communicate pertinent information to the Strategic Accounts team, primary client contacts and/or management. - Interfaces with incumbent local exchange carriers, field service technicians and other internal    partners as needed to resolve client account issues. - Regular completion of high-level Wi-Fi network performance reviews. - Properly documents all interactions within ticketing systems. - Assist with identification of chronic client access issues. - Achieve standards for consistent performance (scorecards). - Identify and report deficiencies and best practices to management. - Monitors the quality of account deliverables and works with senior staff to ensure client account objectives and success criteria are actively managed and achieved. Assists in the development and monitoring of deployment strategies and tools to support the client. - Consistent exercise of independent and collaborative judgment and discretion in matters of significance. - Delivers on commitments while demonstrating a high level of integrity and respect for all teammates and stakeholders. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. - Other duties and responsibilities as assigned. Job Specification: - Bachelors Degree or Equivalent - - Network+, CCENT or similar industry certifications a plus - Generally requires 2-5 years related experience. Employees at all levels are expect to: - Understand our Operating Principles; make them the guidelines for how you do your job - Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services - Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences - Win as a team-make big things happen by working together and being open to new ideas - Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers - Drive results and growth - Respect and promote inclusion and diversity - Do what's right for each other, our customers, investors and our communities Comcast is an EOE/Veterans/Disabled/LGBT employer

Keywords: Comcast Corporation, Leominster , Strategic Account Manager, Other , Troy, Massachusetts

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